Electronic apparatus having improved diagnostic interface

ABSTRACT

Electronic Apparatus having Improved Diagnostic Interface Electronic apparatus, such as a personal computer, is described comprising main operative functionality and a power provisioning system for powering the apparatus from an external power source, the power provisioning system comprising:—a main power supply output for energising the main operative functionality of the apparatus when said power provisioning system is connected to said external power source, and a standby power source for energising a subset of the components of the apparatus when said main power supply output is not energised, the apparatus further comprising a self contained subsystem including a memory for storing at least one parameter reflecting an internal state of the apparatus, said self contained subsystem being powered by said standby power source and including an encoder for encoding the parameters in an output signal and a transducer for generating a wireless transmission from the output signal, which transmission can be detected in the vicinity of the apparatus, so as to enable the parameter to be received and decoded.

FIELD OF THE INVENTION

[0001] The present invention relates to a personal computer, or othersimilar electronic apparatus, having an improved diagnostic interface.

BACKGROUND OF THE INVENTION

[0002] Personal computers are being used in an increasing number ofapplications. Whilst improvements are continually being made in the userinterfaces of personal computers in order to make them usable by a widercross section of the population, personal computer systems themselveshave also greatly increased in their internal complexity so that todaymost users are unfamiliar with the internal design and configuration ofthe computers that they use. In consequence, when a computer fails tooperate in the manner expected, the user is often unable to determinethe source of the problem or how to resolve it.

[0003] Various means are provided to enable the user to try to resolveproblems they encounter, for instance diagnostic programs, helpfiles andmanuals may be supplied by the computer manufacturer. In addition,current PCs are typically equipped with some form of internaldiagnostics, the purpose of which is to detect and isolate componentfaults within the PC architecture.

[0004] Diagnostic code can be embedded in solid state, non-volatilememory within the computer. Thus, read-only memory (“ROM”), forinstance, has been employed to store diagnostic code as firmware. Onetype of embedded diagnostics is power-on self-test (“POST”) diagnostics,generally stored in basic input-output system (“BIOS”) ROM in PCs POSTis a series of tests that the computer performs on its components eachtime the computer is turned on. POST begins by reading systemconfiguration information that has either been hard-wired or stored innon-volatile memory. It then checks random access memory “RAM”) bywriting to and reading from the RAM to ensure proper operation. POSTnext examines the disk drives to confirm that they match the systemconfiguration information. Lastly, POST initiates the loading of theoperating system, “booting” the computer. Failure during execution ofPOST indicates presence of a fault within the computer. However, POSTdoes not always provide a clear indication of the specific nature of thefault. Instead, the user must run diagnostic software to further isolatethe fault.

[0005] Some high end personal computer systems, in particular theHewlett-Packard Kayak range of PC workstations having the Maxilifefeatures, include an integrated diagnostic microprocessor that is linkedto its own display and keypad. The display allows diagnostic messages tobe displayed to the user. The integrated microprocessor is poweredthrough the standby power supply of the PC, which delivers powerwhenever the power cord is connected to a grounded power outlet.However, the inclusion of a separate microprocessor, together with itsown user interface, adds a significant cost to the computer as a whole.

[0006] Moreover, much of the information contained within the diagnosticprograms and manuals is often beyond the understanding of the averageuser and therefore when faced with a problem, the user may need to ormay prefer to call the computer manufacturer's customer service line orhelp desk in order to obtain technical help.

[0007] This generally entails making a telephone call and speaking to ahelp desk representative who will attempt to determine the nature of theproblem based on information provided by the user.

[0008] This process is often slow and unsatisfactory. The amount of timerequired for the user to accurately describe the problem to the helpdesk representative is often considerable. It is also frequently plaguedby inaccurate instructions being conveyed to the user over the phone.

[0009] For some complex problems, the help desk representative may needto collect some information as to the system configuration. It is notpossible to dictate a full log file over the phone, so often the user isasked to transmit these data over email or fax and to call back later.On the second call it is difficult to establish a link between the calland the email or fax received especially when it is necessary totransfer the call through an automatic routing system.

[0010] To compound the communication difficulties described above,diagnostic routines are often invoked when components in the computerare not completely functional and so the diagnostics may not execute orinteract properly with the computer or with the user.

[0011] Various means have been used and proposed to try to speed up orautomate this remote diagnostic process.

[0012] For instance, U.S. Pat. No. 5,367,667 proposes a method forperforming remote diagnostic tests on a personal computer system inwhich a user calls the customer service help desk. Based on the user'sexplanation of the problem, a representative builds a file includingdiagnostic tests. The help desk representative then instructs the user,upon completion of the telephone call, to insert a diagnostic disk,supplied to the user upon purchase of the computer, into the computerand initiate a program which places the user computer's modem in an autoanswer mode.

[0013] An application dials the user's modem number, which is in thecase file, and establishes communications with the user's system todownload programs to the user's computer. These programs are thenexecuted and the computer transmits the results back to the servicecenter for the problem to be diagnosed. The representative then callsthe user, discusses the test results and makes specific recommendationsto address the user's problem.

[0014] U.S. Pat. No. 5,854,828 proposes a telephonic customer supportutility for providing diagnostic support of a customer computerincluding encoding an operational status of a customer's computer toproduce audible tones on a speaker corresponding to the encoded statusfor transmission on a standard telephone line via a standard telephoneof the encoded operational status to a remote support computer, theremote support computer having a receiver electrically connected toreceive the tones transmitted on the telephone line The received tonesare decoded by a decoder of the remote support computer to determine theoperational status of the customer's computer, which status is displayedon a display of the remote support computer for analysis by a customersupport technicians.

[0015] However, this system requires the computer to boot correctly andbe substantially fully operational before the audible tones can begenerated.

[0016] Whilst these known systems no doubt ease matters in some ways, asystem and method is still needed for allowing remote diagnosis of PCs,even those suffering non-bootable faults, by a remote technician,preferably in a single telephone call.

[0017] Since personal computers are relatively low cost items, such adiagnostic system should require as few PC modifications or additions aspossible in accomplishing the above, so as to minimise cost and partscount.

[0018] This invention is directed to improving the diagnostic interfaceof, for instance, a personal computer to meet the above needs.

SUMMARY OF THE INVENTION

[0019] In brief, this is achieved by electronic apparatus comprising:main operative functionality and a power provisioning system forpowering the apparatus from an external power source, the powerprovisioning system comprising: a main power supply output forenergising the main operative functionality of the apparatus when saidpower provisioning system is connected to said external power source,and a standby power source for energising a subset of the components ofthe apparatus when said main power supply output is not energised. Theapparatus is provided with a self contained subsystem including a memoryfor storing at least one parameter reflecting an internal state of theapparatus, said self contained subsystem being powered by said standbypower source and including an encoder for encoding the parameters in anoutput signal and a transducer for generating a wireless transmissionfrom the output signal, which transmission can be detected in thevicinity of the apparatus, so as to enable the parameter to be receivedand decoded

[0020] The parameter can be encoded within the transmission in a formthat does not allow a human to understand the parameter directly fromthe transmission.

[0021] The apparatus is thus provided with an i/o interface that canoperate independently of all the other components of the apparatus. Inconsequence, this i/o interface can be used, in the event of a fault, tooutput parameters, such as a serial number.

[0022] Whilst some complex parameters such as the serial number need tobe automatically decoded some parameters, for instance a code enabling afailing unit of the computer to be identified, can be encoded in thetransmission in a form that is understandable to a human. In this waysthese parameters can be identified, even if no automatic decoder isavailable.

[0023] The invention finds particular application in a personal computeror other similar information appliance, the main operative functionalityincluding in that case a processor and data storage means interconnectedby a bus system.

[0024] In at least a preferred embodiment, the transducer is a speakerand the wireless transmissions are sounds including in-band encodedsignals, suitably using frequency shift keying and including an embeddedsynchronisation pattern. In apparatus such as a personal computer, thatincludes an audio subsystem, the speaker normally used for generatingsounds for human perception can be used to generate the transmissions.Although the use of sound for the transmissions provides certainadvantages to be described in more detail below, the use of other kindsof wireless transmission such as infra-red radiation or radio waves isnot excluded.

[0025] If sound is used for the transmissions, the sounds can betransmitted over the telephone network in a manner similar to thatproposed in U.S. Pat. No 5,854,828 and the decoding of the transmissioncan take place remotely from the user. The invention therefore enablesthe provision of an arrangement for providing remote support services toa user of the above described apparatus The arrangement comprises: atelephone call handling system that provides at least one telephonenumber that the user can call to get advice from a human support agent;a decoder within the call handing system for decoding sounds generatedby the computer and transmitted within a telephone call made by the userso as to enable the computer to transmit the parameter to the callhandling system for processing without requiring the user or any supportagent to directly understand the parameter from the transmission.

[0026] The call handling system can be arranged to generate a databasequery from the parameter for retrieving diagnostic data for the computerfor presentation to a support agent.

[0027] In a particularly preferred arrangement, the database query istransmitted over the internet to a database maintained separately fromthe call handling system. The database can be, for instance, maintainedby or on behalf of the manufacturer of the computer and include allmachines sold by that manufacturer. The call handling system can bemaintained by a third party that is granted access to the database. Thisrelieves the party offering the support services from the substantialburden of having to maintain the database.

[0028] The fact that, in event of a fault with the computer, a parametercan be transmitted from the computer, automatically decoded and the usedas key to retrieve fuller information regarding the computer concernedfrom a centrally maintained database greatly facilitates the overallsupport process. With the above described arrangement, this can beachieved even if the main processing functionality of the computer isnot operational.

BRIEF DESCRIPTION OF THE DRAWINGS

[0029] A computer system and support arrangement embodying the inventionwill now be described, by way of non-limiting example, with reference tothe accompanying diagrammatic drawings, in which:

[0030]FIG. 1 shows a known type of personal computer system;

[0031]FIG. 2 shows a personal computer system in one embodiment of theinvention;

[0032]FIG. 3 is a flow chart showing the operation of BIOS;

[0033]FIG. 4 is a flow chart showing the operation of a microcontrollerin the computer system of FIG. 2;

[0034]FIG. 5 is a schematic diagram showing an arrangement for providingremote support services to a user of the computer system of FIG. 2.

BEST MODE OF CARRYING OUT THE INVENTION

[0035]FIG. 1 is a schematic diagram showing, in relevant part, thearchitecture of a personal computer. A microprocessor 100 is connectedvia host bus 110 to a so-called ‘North Bridge’ chipset device 120.Chipset device 120 has interfaces to a DRAM memory device 130, agraphics subsystem 140 and a PCI bus 150. Connected to PCI bus 150 is aso-called ‘South Bridge’ chipset component 160, that provides aninterface between PCI bus 150 and ISA bus 170 as well as otherfunctionality. Various of the components including DRAM 130, chipsetcomponent 160 and a number of sensors (not shown) are interconnected bya separate two wire bus(not shown), known as the System Management bus(SMBus). The function of the SMBus is to allow system components such ascooling fans to be centrally controlled, and to provide a feedbackchannel for information on the physical conditions within the PC, suchas temperature, to be passed back to the chipset. The chipset can thentake appropriate corrective or management action, under the control ofsuitable application programs.

[0036] Two inputs to chipset 160 that are of particular relevance to thepresent invention are also shown in FIG. 1

[0037] Chipset 160 has an input PWRBTN which is intended for connectionto an external power button. Actuation of the user-operable front panelswitch simply provides a logical signal to this input of chipset 160 andactual management of the PSU switching is carried out under programcontrol.

[0038] Chipset 160 has an output SPKR which provides a signal via a lowpass filter to a small internal loudspeaker or buzzer 200.Conventionally, one terminal of the buzzer is connected to the +5V powersupply rail. As a consequence, the buzzer will not operate when the +5Vrail is not supplied with power.

[0039] A further feature of the conventional personal computer of FIG. 1is that certain components are arranged to be powered by standby powerwhen the computer has been turned off by the user. This permits, forinstance, the computer to be switched on via a signal transmitted over acomputer network. More particularly, the computer includes a powersupply system 210 comprising a main power supply output Vmain and astandby power supply output Vstby both intended to run off an externalpower source 240. The power supply system includes a power-statecontroller 250 having at least first, second and third states. The unitresides in its first state when the computer is disconnected from theexternal power source 240; in this first state, neither Vmain nor Vstbyor is energised and most circuits of the computer are inactive (in fact,an internal battery is used to maintain certain key circuits). When theexternal power source 240 is connected, the control unit will reside ineither its second or its third state. In the second state of the unit250, only Vstb is energised. In the third state of the unit, the mainsupply 220 provides output Vmain that powers all the circuits of thecomputer. A connection from chipset component 160 allows the state ofthe power provisioning system to be controlled. In particular, under thecontrol of chipset 160 user-operable front panel switch 190 serves totoggle the power-state control unit 250 between its second and thirdstates as commanded by the user.

[0040] A general purpose output from chipset 160 can be used to controla LED 260 that indicates to the user that the computer is on.

[0041] The above described components are available from IntelCorporation and other well known suppliers and their general operation,being well understood by those skilled in the art, does not form part ofthe invention.

[0042]FIG. 2 shows a personal computer with the same generalarchitecture, but with an improved diagnostic interface.

[0043] In tie computer of FIG. 2, power button 190 is connected to thegate of a transistor 255 which controls the current supplied to an LED210 from standby power rail Vstb in this way it can be guaranteed thatif the user presses switch 190 and LED 260 is on, then (i) the powersupply is delivering at least standby power; (ii) the power outlet isdelivering AC power to the machine; and (iii) the power switch ismechanically good. This removes one test that always needs to beperformed in any diagnostic analysis. The extra cost of adding thiscircuitry to the PC is very low.

[0044] In the computer of FIG. 2, the internal buzzer 200 is connectedto the standby power rail Vstb. This enables it to be used as asignalling device as will be described in more detail below, even in theevent of failure of the bulk of the components of the computer.

[0045] In order to efficiently diagnose a hardware problem without adisplay device available, the computer of FIG. 2 employs an alternateinterface. In conventional personal computers, the BIOS uses the PCbuzzer, under the control of chipset component 160, to issue beeps whenit finds a “Terminal Error” before the display is available (for exampleduring memory initialisation). However, before the Bios actually has thechance to execute, there are many potential problems that could preventthe PC from successfully booting. Examples include a short circuit onthe motherboard or a processor that is not correctly plugged-in.

[0046] In order to be able to use the PC buzzer even under theseconditions, an independent microcontroller 270 is provided that ispowered from the Vbatt line and is used to generate diagnostic signalsthat drive buzzer 200. The Vbatt line is powered from an internalbattery if the computer is not connected to the mains and Vstbyotherwise. In-band signalling is encoded within the acoustic signals toenable the computer to transmit information pertaining to an internalstate of the computer without requiring a human listener to understandsuch information directly from the acoustic signals.

[0047] This facility can be used when the user has to call a supportagent over a helpline in the event of a failure. When a support agentwants to troubleshoot a PC problem, they have to ask some questions tothe user. This is often problematic because customers can be nervous orunder stress.

[0048] For instance, most support calls start by a query on the PC modelnumber or serial number. This information is sometimes difficult for theuser to access, as it is often located on stickers that are, forinstance, to the rear of the machine or the machine itself may be undera desk. Dictating these numbers over the telephone is also aninconvenient process.

[0049] Using the PC buzzer to transmit directly over the telephone atleast some of the information that needs to be collected reduces thenumber of questions needed, and thereby improves the overall efficiencyof the support process. The information that could be automaticallytransmitted could include any of the following—machine serial number,UUID, Processor serial number, diagnostic test results, systemconfiguration, Failing FRU, PC model ID. The information can beautomatically transmitted on pre-boot failure, or could be usertriggered by pressing for a certain time on the power button from theoff state. This latter mode of initiation of the transmission hasadvantages particularly in the presence of an intermittant fault. Inthis case, details stored in microcontroller 270 from the last knownfailure will be transmitted.

[0050] The information can either be directly usable by a support agent,for example to query a database to obtain configuration information,lists of known problems etc, or could for example even be used by acomputer based telephony system that answers the call to route the callto, for instance, an operator that specialises in the type of machineconcerned.

[0051] In the present implementation, microcontroller 270 is a simple 12bit, 8 pin microcontroller available from Microchip Technology Inc,which includes internal ROM program memory and RAM data memory. Thediagnostic data, such as the PC serial number, and configuration iswritten into the data memory at first startup. Microcontroller 270 isprogrammed to generate coded signals to transmit this data over atelephone line at the request of a user or in the event of a pre-bootfailure. A simple FSK modulation is used to encode the information intothe audio signals generated.

[0052] In the present implementation, rough square waves at frequenciesof 1500 Hz and 1300 Hz are generated to encode binary data. The choiceof these frequencies has the advantage that the first harmonics 3000 Hzand 2600 Hz (which are present because the square waves are not clean)are still within the pass band of the telephone line so if the signal tonoise ratio of the signals on the telephone line does not allow thesignal to be decoded at 1300/1500 Hz, the decoder can try to decode thesignal at 2600/3000 Hz where the signal-to noise ratio may be better.

[0053] An internal clock within microcontroller 270 is used to generatethe frequencies. Even though this clock is only accurate to 3%, thedifference between two frequencies is determined with greater precisionand it has been found unnecessary to use an external clock generator.

[0054] A simple embedded synchronisation pattern—a series of apredetermined number of binary 1's—is used to enable the beginning ofthe coded data to be identified within a recorded signal. Implementationof such a unidirectional transmission scheme using FSK signalling,including suitable decoding techniques, would be well within the skillof those skilled in the art and so further detail will not be givenhere.

[0055] During the BIOS POST, the BIOS initialises external components,such as the memory, video card, PCI cards etc. Any of these componentsmay be defective. In some cases, the BIOS will be able to detect thefault and notify the user with error messages or beep codes. However, ifone of these components is faulty, the BIOS will in most cases hangduring the initialisation and will not have the opportunity to warn theuser. Microcontroller 270 can assist in diagnosing these problems sinceit does not need any of the PC resources to operate.

[0056] To achieve this, microcontroller 270 is connected to buzzeroutput SPKR so that it can communicate with the BIOS using a simpleunidirectional communication protocol. To avoid the communicationbetween the BIOS and microcontroller 270 being audible to the user,microcontroller gates the signals passing from buzzer outpost SPKR tobuzzer 200 using signals on line 274.

[0057] The communication protocol between the BIOS and microcontroller270 has 5 basic commands:

[0058] SET TATTOO FLAG: This sets a flag in microcontroller 270 thatindicates whether or not a diagnostic program has been used at leastonce on the PC;

[0059] READ TATTOO FLAG: This enables the flag to be read by causingmicrocontroller 270 to generate a certain audible signal;

[0060] GET/RELEASE BUZZER: set the signal on line 274 to enable anddisable the buzzer. This command is used to disable the buzzer when theBIOS is talking to Microcontroller 270 and to enable buzzer after it hasfinished doing so;

[0061] SERIAL NUMBER/PC ID TRANSMIT: Passes the computer serial numberand ID to Microcontroller 270 for storage in its internal RAM. Since theBIOS has no way of reading the RAM of the microcontroller to checkwhether the correct serial number is stored, the present system isprogrammed so that the BIOS transmits the serial number at eachexecution.

[0062] CRITICAL SECTION ENTER: tells microcontroller 270 that the BIOSis entering a critical section corresponding to a particular FRU numberand gives a time out value.

[0063] CRITICAL SECTION EXIT: tells microcontroller 270 that a criticalsection has been successfully completed.

[0064] Before the BIOS starts to initialise each of the criticalresources that may hang the system—such as system memory, PCI cards orthe graphics subsystem—it informs microcontroller 270 via signalstransmitted through a suitable simple unidirectional communicationprotocol—the CRITICAL SECTION ENTER command described above—via theoutput SPKR that it will be entering a critical section testing acritical resource corresponding to a certain FRU number and that thisinitialisation should be completed within a certain time. Upon exit ofthe initialisation, the BIOS will tell microcontroller 270 to cancel themonitoring using the CRITICAL SECTION EXIT command described above. FIG.3 shows the process that is carried out by the BIOS. The process carriedout by microcontroller 270 is shown in FIG. 4. If microcontroller 270does not receive this EXIT instruction and the timer expires,microcontroller 270 is arranged to transmit the FRU number, togetherwith the system serial number and PC ID, as coded signals through buzzer200. This technique can be used to diagnose failures during the bootprocess.

[0065] The conventional “terminal error” signal generated by the BIOSare replaced by signals generated by microcontroller 270.

[0066] In alternative embodiments, microcontroller 270 could beconnected to the system management bus (SMBus) and the BIOS could talkto it using the SMBus, although the need to include an interface to theSMBus could add significantly to the cost of the arrangement.

[0067] Within current Intel-based personal computer architectures, theadvantage of communicating with a subsystem, such as microcontroller 270using the output SPKR is that although special programming is requiredin the BIOS to enable this, such programming need only be carried outonce. The output SPKR is a so called ‘legacy’ feature the programminginterface to which does not change with successive generations ofchipset products and whose correct operation is required in order toallow forward compatibility of the programs that run on the computer. Inconsequence, this BIOS code that enables communication withmicrocontroller 270 via output SPKR will not normally need to be updatedfor new generations of chipset products 160.

[0068] In the present implementation, the product serial number,computer ID and the failing FRU number are transmitted encoded using FSKcoding within a sound signal generated in microcontroller 270. Inaddition, the failing FRU number is also transmitted as a series ofbeeps—the number of beeps sequentially transmitted corresponding to thenumber of the failing FRU. In this way, the failing FRU number can berecognised by the user so that the diagnostic information isunderstandable even if a decoder for the sound stream is unavailable. Inthis event, the serial number and computer ID are normally available tothe user via a sticker on the computer so it does not present supportbeing provided if this data is not unidestandable from the sound stream.

[0069] If the boot fails with a blank screen then the user can be askedto reproduce the problem and the signals are generated automatically bymicrocontroller 270. If the failure has not occurred during the boot andsome components of the system are working then the signals can begenerated at the request of a suitable application program, by the useof a keyboard shortcut key, by use of the power button as describedbelow or other suitable method.

[0070] Further features of microcontroller 270 are also shown on FIG. 2.

[0071] At pin 271, microcontroller 270 detects the presence of Vstby. IfVstby is not present, then this means that the computer is not connectedto mains power 240. If this is the case, then microcontroller 270 isarranged to restrict its operation to merely maintaining the contents ofits internal RAM in order not to drain the power stored in the internalbattery. Generally personal computers are configured so that, if Vstbyis present, then the internal battery is either being recharged or thepower available on the Vbatt line is in fact being provided by Vstby.

[0072] In addition, pin 272 is connected to one of the pins of processor100 and acts to detect in a simple manner whether processor 100 iscorrectly plugged in.

[0073] A direct connection 273 is also provided from microcontroller 270to power button 190 in order to allow microcontroller 270 to detect thestate of power button 190. This, in conjunction with a software timerwithin microcontroller 270, allows the emission of the transmission tobe initiated by holding down the power button for a certain time—5seconds for instance.

[0074]FIG. 5 is a schematic diagram showing an arrangement for providingremote support services to a user of the above described computer,indicated in FIG. 5 at 500.

[0075] The basic arrangement is as follows. When computer 500 breaksdown or fails to boot, its user calls a help line number using aconventional telephone 510. The call, passing over telephone network 515is answered in a call handling center, indicated generally at 525. Itwill, of course, be understood that many different arrangements arepossible for call handing center 525 and that the infrastructure may behighly complex and the human operators may be geographically dispersed,FIG. 5 is therefore very schematic in this respect.

[0076] At some point after the call is answered, the user holds thetelephone handset close to computer 500 so that the sounds made by thecomputer are picked up and communicated to call center 525. A decoder,illustrated at 520, automatically decodes the sound information toretrieve the serial number of the PC concerned. Once decoded thisinformation can be used in many ways.

[0077] For instance in one scenario, the decoder 520 automaticallygenerates a database query from the parameter for retrieving forpresentation to a support agent diagnostic data, such as a troubleshooting tree and other relevant information such as warranty status orthe like, for the particular computer concerned.

[0078] The database query is transmitted over the internet representedat 525—to a web server linked to a database 530 maintained separatelyfrom the call handling system. The results of the query are displayed toa human operator via a web-browser on their workstation 540. Theoperator is then able to use this information to progress the calldirectly with the user.

[0079] Although a specific embodiment of the invention has beendescribed, the invention is not to be limited to the specificarrangement so described. The invention is limited only by the claims.The claims themselves are intended to indicate the periphery of theclaimed invention and are intended to be interpreted as broadly as thelanguage itself allows, rather than being interpreted as claiming onlythe exemplary embodiment disclosed by the specification

1. Electronic apparatus comprising main operative functionality and apower provisioning system for powering the apparatus from an externalpower source, the power provisioning system comprising: a main powersupply output for energising the main operative functionality of theapparatus when said power provisioning system is connected to saidexternal power source, and a standby power source for energising asubset of the components of the apparatus when said main power supplyoutput is not energised, the apparatus further comprising a selfcontained subsystem including a memory for storing at least oneparameter reflecting an internal state of the apparatus, said selfcontained subsystem being powered by said standby power source andincluding an encoder for encoding the parameters in an output signal anda transducer for generating a wireless transmission from the outputsignal, which transmission can be detected in the vicinity of theapparatus, so as to enable the parameter to be received and decoded. 2.Apparatus as claimed in claim 1 wherein the parameter is encoded withinthe transmission in a form that does not to allow a human to understandthe parameter directly from the transmission.
 3. Apparatus as claimed inclaim 1 wherein the parameter comprises a serial number of theapparatus.
 4. Apparatus as claimed in claim 1 wherein the parameter thatis transmitted in a form that cannot be understood by a human isrecorded on a surface of the apparatus.
 5. Apparatus as claimed in claim1 wherein the memory stores at least two parameters and the encoder isarranged to encode in the transmission at least one parameter n a formthat is understandable to a human.
 6. Apparatus as claimed in claim 5wherein the parameter that is understandable to a human is a codeenabling a failing unit of the apparatus to be identified.
 7. Apparatusas claimed in claim 1 wherein the transmission is a sound includingin-band encoded signals.
 8. Apparatus as claimed in claim 7 wherein thetransducer is a speaker or buzzer whose primary purpose is to issuesounds generated within a core-logic chipset.
 9. Apparatus as claimed inclaim 7 wherein the parameter is encoded in the sounds using frequencyshift keying.
 10. Apparatus as claimed in claim 7 wherein the soundsinclude an embedded synchronisation pattern.
 11. Apparatus as claimed inclaim 1 in the form of a personal computer, the main. operativefunctionality including a processor and data storage meansinterconnected by a bus system.
 12. Apparatus as claimed in claim 1wherein the self contained subsystem is connected to a power button andincludes a timer arranged to time actuation of the power button, theself contained subsystem being responsive to actuation of the powerbutton for a certain time to initiate the transmission.
 13. Anarrangement for providing remote support services to a user of apparatusas claimed in claim 7, the arrangement comprising: a telephone callhandling system that provides at least one telephone number that theuser can call to get advice from a human support agent; a decoder withinthe call handing system for decoding sounds generated by the apparatusand transmitted within a telephone call made by the user so as to enablethe apparatus to transmit the parameter to the call handling system forprocessing without requiring the user or any support agent to directlyunderstand the parameter from the transmission.
 14. An arrangement asclaimed in claim 13 wherein the call handling system is arranged togenerate a database query from the parameter for retrieving forpresentation to a support agent diagnostic data for the apparatus. 15.An arrangement as claimed in claim 14 wherein the database query istransmitted over the internet to a database maintained separately fromthe call handling system.